Embrace uses AI for more efficient customer contact and knowledge management
Embrace develops smart software solutions for customer contact, home distribution and internal communication. With a team of 125 employees spread across Groningen, Sneek and Best, Embrace focuses on three core products: Embrace Customers (CRM), Embrace Housing and Embrace Social (social intranet).
An important step in the development of these solutions is the use of AI. Hans Eilers, responsible for R&D at Embrace, talks about recent innovations in this area.
Two AI initiatives: smart summaries and interactive knowledge bases
Embrace has developed two major AI initiatives:
1. AI plugin framework — This enables customers to integrate AI features directly into their workflows. Examples include summarizing timelines or chat conversations, text correction and translations. Customers can decide for themselves how AI is deployed using a simple configuration system.
2. AI agents — These intelligent assistants help with knowledge management and support employees in their daily work. For example, by answering questions based on existing knowledge bases and relevant documents. This makes information more quickly and efficiently accessible.
Pilot phase and plans for the future
Currently, the AI plugins are being tested within Embrace Social. Pilots for Embrace Customers will follow soon, with the aim of supporting customer contact centers more efficiently. “By using AI smartly, we can significantly reduce the time that employees spend on administrative tasks,” says Hans.
In addition, work is underway to further develop AI agents, which can independently collect and structure information. In the long run, these agents can even proactively contribute to knowledge management within organizations.
From a static intranet to a smart assistant
Embrace's vision is to transform traditional intranets into interactive platforms that actively support employees. “Instead of endlessly searching for information, AI can provide relevant answers immediately. This saves time and increases productivity,” says Eilers.
With these innovations, Embrace makes AI accessible and practically applicable to its customers. Thanks to the flexibility of the solutions, organizations maintain control over how and where AI is deployed, without being dependent on pre-programmed scenarios.
Initial reactions from the pilot phase are positive. In the coming period, the developments will be further expanded and optimized.
Want to know more about the AI developments at Embrace? Check out our AI module page and/or contact us to find out how these innovations can support your organization.
Wil je Embrace liever van binnen bekijken?
Meer weten over dit onderwerp?
